Conferences & workshops organized by GENESYS

- How to address current customer expectations?
- What are the investment priorities to consider: use of voice/digital channels, omnichannel solution
- The agent, a profile under tension. What are the preferred innovations? How to integrate AI into the advisor's journey?
This presentation will be based on the results of 2 surveys conducted by Genesys over the past 12 months in France and Europe with consumer groups and corporate customer service departments on their conversational habits and major investments to come.

AI opens up new horizons. Combined with generative AI, it brings the practices of the world of customer relations to a boil.
- Automatization: which impacts on a digital customer journey to increase the web conversion rates?
- What is the future of IA in the contact centers?
- Beyond the contact centers: how to optimize a buyer journey?
This session will provide you with an overview of the impacts of AI: winning self-service strategies for a website, efficient routing of requests to contact centers, and assistance and decision-making tools for agents, optimization of a buyer journey with Pointillist. You will see how Artificial Intelligence makes it possible to reconcile revenue maximization, execution efficiency, customer satisfaction and optimization of the customer relationship